Customer Service Agent

2 days ago

Johannesburg, Gauteng, South Africa Pty Full time
Frogfoot is looking for a Customer Service Agent within our Customer Experience Department.

Purpose of the Role

This role is perfect for someone who enjoys providing exceptional customer service by showing empathy, actively listening, and offering effective solutions to customer queries. Success in this role requires excellent communication skills and a strong commitment to resolving customer issues promptly, professionally, and with a positive customer experience in mind.

Key Responsibilities

  • Provide exceptional customer service by responding promptly and professionally to customer enquiries across phone, email, voice, and chat channels.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Acknowledge, investigate, and resolve customer complaints efficiently.
  • Deliver fast and effective resolutions while ensuring a smooth and supportive customer experience.
  • Build customer loyalty and act as a customer advocate and brand ambassador.
  • Inform customers about products, services, and solutions relevant to their needs.
  • Keep accurate records of customer interactions, queries, and complaints.
  • Collaborate and coordinate with colleagues and other departments to ensure customer issues are resolved effectively.
  • Provide feedback to help improve customer service processes and overall customer satisfaction.
  • Demonstrate attentiveness, empathy, and patience when serving customers, even in situations involving challenging or rude behaviour.

What You'll Need to Know

To succeed in this role, you should have:

  • Grade 12/ Matric.
  • Customer Service or Contact Centre certification (advantageous).
  • Technical or telecom-related short courses (advantageous), such as:
    • CompTIA A+ or N+.
    • Networking basics.
    • Fibre or ISP-related training.
    • Ability to learn product and service information quickly and confidently.
  • 1–2 years of customer service experience, preferably in a call centre, helpdesk, ISP, or telecommunications environment.
  • Experience dealing with customers across multiple channels (phone, email, chat, voice).
  • Experience handling customer complaints, escalations, or problem resolution.
  • Experience working in a performance-driven environment with customer satisfaction targets (e.g., CSAT, FCR).
  • Experience documenting customer interactions and following structured workflow processes.

Skills That Will Help You Succeed

  • Excellent communication skills, including active listening and clear verbal and written communication.
  • Strong problem-solving skills with an ability to suggest effective solutions.
  • Service-oriented mindset with the ability to manage customer grievances professionally.
  • Ability to learn product and service information quickly.
  • Ability to stay calm, patient, and in control during challenging customer interactions.
  • Ability to document information accurately and follow processes consistently.
  • Persuasive speaking skills and the ability to use positive language to build trust.

Qualities We Value at Frogfoot

  • A people-first attitude and genuine empathy for customers.
  • Strong problem-solving ability and a proactive approach.
  • High levels of personal and professional ethics.
  • Adaptability and willingness to adjust in a fast-paced environment.
  • Clear and confident communication skills.
  • Self-control, patience, and the ability to manage stressful or confrontational interactions.
  • Taking responsibility and ownership of customer issues from start to completion.

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